McDonald's — Restaurant in Houston

For the last 17 years my family and I have frequented and enjoyed the service and quality of food served at the McDonald's restaurant #23687 which is located at the corner of Grant Road and Louetta Road. We have always had prompt service and some of the best McDonald's food served to us and it's why we drive to this location instead of the location that is 1 mile from our home in the Cypress area.

But on Sunday, October 8, 2023 at 8:46am that was not the case when we decided to stop by for breakfast and dine in as we always do. According to our receipt, which I still have, we placed our order at 8:46am at the main register with one of the workers behind the counter - the receipt does not indicate a name. We were given a locator "tent" for our table as well as an order number on our receipt. At this location, there's a TV screen that displays the orders being worked on as well as those being delivered. We found a table and sat down as the locator "tent" usually means they will bring our order out to us. After about 10 minutes we noticed that other customers who were behind us in line were receiving their orders, including those who ordered things to go. I made my way back to the register/order pick up area and looked at the TV screen to see if our locator "tent" number or receipt number was on the screen - neither of them were showing up or being displayed. I watched as other successive number similar or close to my receipt number, but higher were showing up and then customers taking those order or being delivered those orders. Finally, I asked one of the workers behind the counter if they could check on my order as by this time it had been 15 minutes since we ordered. They nodded and appeared to go to their screen and begin working on delivery of my order. This took another almost 10 minutes. Finally they handed me my order, nearly 30 minutes after we placed the order and I took it back to my table where my family was waiting. My daughter opened up her Sausage, Egg Biscuit breakfast sandwich and found a human hair on the portion of the egg that was hanging outside of the breakfast sandwich. I took the breakfast sandwich back up to the counter and after getting someone's attention showed them the hair on the sandwich - they did apologize, take the sandwich and had the cooks in the back make another one for us and delivered it to me. By the time we completed our meal and were leaving we had spent over 45 minutes when it has normally been not more than 20 minutes at this location.

We know that this location has a LOT of drive-thru traffic and know that over the years the location was modified with dual lanes for taking more drive-thru orders. As such, I noticed this particular morning that almost everyone behind the counter was more focused and spending the vast majority of their time handling and delivering drive-thru orders. The person who took our order immediately went back to handle a drive-thru order - they did not deliver us our drinks. I noticed only 1 or 2 people paid any attention to the dine-in people at the register and if they did, they both went back to fulfilling drive-thru orders. In the past, we know that there was at least someone or more than one person who would focus on the dine-in patrons.

We have always loved this location for McDonald's food. We do not want to see it like this and would hate to lose it as our favorite place to patron. The owner of this location needs to be aware of this so that they and their team can make the necessary changes to make it the experience that we have always expected...

I’ve been coming to this McDonald’s for over 10 years and have NEVER experience the disrespect and unprofessionalism as I did tonight! The drive thru employee parked me for 3 mcchickens and a basket of fries. I got off to ask for ketchup. I seen the front counter employee named Chrisslyn (that’s what I was told was her name by management) putting fries into my bag. I asked if they were fresh and she responded by saying no they are not. I was upset and said well he parked me so I would think I’d get fresh fries. And I said it AGAIN. So this CHRISSLYN decides to give me this stupid look bobbing her head at me and continue to say YOUR CHICKEN WAS COOKING. I said so you cook the chicken to order and again she looks at me with this childish face and says yes. She must be new and the manager. Because he said nothing. I don’t understand why she was even addressing me if she doesn’t know what customer service is. She was already speaking rudely to the front drive thru employee in an aggressive manner. This girl HAS TO GO! She does not belong at this McDonald’s at all, she needs an attitude adjustment or some retraining because it took every bit of me not to go off on her for being so rude! She needs to be very careful how she’s talking to people she doesn’t know. I will be calling corporate in the morning and making sure this gets addressed. I can’t imagine how many customers/neighbors she has...

Someone needs to be fired here—or at least learn how to count!

I usually don’t write reviews for fast food places (life’s too short, and fries get cold), but this location needs an intervention.

We’ve been loyal customers here for years. Service was always great, and the drive-thru orders were so accurate they’d even nail the exact number of ketchup packets we requested on the app. It was like fast food magic.

But in the last six months, the magic has disappeared — wrong orders, missing items, zero condiments, and we’re left circling back to the store like it’s a drive-thru version of Groundhog Day. We’ve had to park and walk in so many times that I’m starting to wonder if I should just skip the drive-thru and get my steps in.

Today was the last straw. We checked our bags before pulling away (because we’ve learned the hard way), and guess what? Still wrong. Again.

I’m not saying you need to fire someone, but… you might need to...